Technical Support Analyst - Sydney, Australia - Shippit

Shippit

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Your role & the team

Our Technical Support Analyst will be the technical interface to customers for the resolution of escalations related to the use of the Shippit platform.

They are responsible for the management, troubleshooting and resolution of difficult technical & challenging issues that have been escalated per business process.

In this capacity, your primary task will be to provide escalated support to customers who contact the Shippit support and maintain a high level of customer satisfaction while meeting guidelines and KPIs.

Day-to-day you will be working to resolve root causes with help from the Engineering Team for issues while following best practices and meeting customer expectations.

You will also be required to assist with technical documentation where necessary.

You must be self-Motivated and eager to learn, with a passion for technology, a relentless focus on the customer experience and the ability to project manage, multitask, assimilate data, make decisions and prioritize complex work while paying attention to detail.

Communication with customers, vendors and co-workers in a clear and professional manner is an absolute must.

This role will require flexible working hours, including working outside business hours, evening/night shifts and weekends.

Day to Day

Take ownership of technical issues logged by clients from beginning to end by case managing complex issues and driving towards a successful outcome.
Resolve any customer technical issues through diligent research, reproduction, and troubleshooting.
Maintain consistent communication so the client is up to date on the status of their issue.
Monitoring of escalated calls and response times.
Case escalation point of contact for support team and internal stakeholders.
Spot trends in client issues and flag for the rest of the team.
Identify, reproduce, and document bugs for the development teams.
Recognize opportunities for improvements to products by proactively offering ideas and solutions.
Utilize internal systems to resolve issues in conjunction with the senior support analysts and product management team.
Demonstrate proficiency in all Shippit products and service offerings.
Demonstrate proficiency in internal and external relationship building.
Analyse logs and identify issues in Sumo Logic & DB
Identify the root cause of issues to assist with Jira tickets for Developer investigation.
Ability to empower endusers to support themselves using our product and Help Centre.
Tackle ad hoc assigned initiatives/projects as required.
Stay uptodate on client platform changes/new features.
Build and develop Merchant solutions and develop technical documentation.
Contribute to, and make use of, internal knowledge management systems.
Develop relationships with the client, Development/QA and Technical teams.
Basic understanding of how to pull reports and manipulate data in SQL, Excel/Google Sheets. Basic understanding of Ruby programming.

Our Ideal Shippster

Strong analytical & problemsolving skills, interpretation & presentation of data
Excellent problem solving, communication and interpersonal skills, both written and verbal.
Sound knowledge of HTML, JavaScript/JQuery, Python, Ruby, JSON, SQL, API and web services is a must
Strong analytical skills and problem determination abilities.
Superior relationship builder with the ability to initiate and drive development in self and others.
Pleasant and confident phone manner.
Analytical skills and problem determination abilities.
Time management: Ability to meet deadlines and complete tasks within complex environments.
Clientfocused: experience with delivering an exceptional client journey face to face or over the phone.
Have a clear, professional, and informative communication style.
Skilled at explaining technical problems succinctly and clearly.
Ability to work effectively in a global team environment as well as independently.
Demonstrated experience in a fastpaced environment requiring troubleshooting and processing skills, plus an ability to effectively, prioritize and adapt to changing scenarios
Work as part of a global team, interface with team members from other time zones and provide daily briefing and handovers.

OTHER KEY CONSIDERATIONS FOR THIS POSITION
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Mandatory:Application Servers, ERP, WMS, PSA Tools
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Desired:Shopify, Magento, BigCommerce, NetSuite, Dear, Cin7 and TradeGecko, Ebay, CRM, JIRA, Zoho CRM and Zendesk.

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Desired: Experience/background in Logistics.

Understanding of the ITIL methodology & IT service delivery is highly desirable.
2+ years industry experience in a SaaS support or client service role.
Proven track record in established support environment.
Finds creative problem solving both fulfilling and challenging.

Salary:
$80, $91,000.00 per year

Schedule: